Salesforce Adapter Addin Guide


You can learn about CRM integration from a video or two.
https://www.youtube.com/watch?v=Lt6p17E5azw
https://www.youtube.com/watch?v=9aYOlrRcO-Q




Table of Contents

  • Installation and Configuration

  • Step 1: Download the Adapter's definition  <<< attached to this solution document as: >>> CRMConnectCallCenterAdapter.xml >>>
  • Step 2: Import the Adapter definition
  • Step 3: Manage Call Center Users
  • Configuring Multiple Search Results Feature
  • Customize "New" Entity
  • Setting default entity for new record creation
  • Setting Which Entities are searched
  • Trouble Shooting
  • Optional Configuration
    • Include the Users Time Zone in the Call History Subject
    • To Modify the InternalNumbersDigits Length (version 1.0.1+)
  • User Guide for Salesforce Adapter

  • Key Features
  • User Interface
  • Answer, hold and hang-up the call without leaving Salesforce
  • Click to call
  • Adapter behavior
  • Summary of Call Record Association handling
  • FAQ

  • FAQ
  • Appendixes

  • Call record examples
  • Creating Call History report


Note:Salesforce Adapter is not supported on Terminal Service environments at present.

Pre-Requisites

  • Access to an Administrator account for Salesforce
  • The CRM Connect (version 2.5.30.16173 or higher) installed and started
  • CRM Connect DB license
  • Only supported in Salesforce Classic Interface


Supported Salesforce Editions

Salesforce Adapter uses Open CTI API. 

Please check supported editions at https://developer.salesforce.com/docs/atlas.en-us.api_cti.meta/api_cti/ or with your Salesforce Account Manager.  

Please note: Lightening interface is not supported.


Installation and Configuration


Step 1: Download the Adapter's definition

Go to the following link to download and save the adapter's XML definition file:  Download CRM Connect Salesforce Adapter.

Step 2: Import the Adapter definition

Login to Salesforce as an administrator, and click on the 'Setup' link


Salesforce Setup link

This will reveal the setup menus.

Call Centers link in Customize section

Click on 'Call Centers', which you will find in the Customize section of the Build area of the setup menus.

Introducing Salesforce CRM Call Center

This will take you to a screen like the one shown here.

Introducing Salesforce CRM Call Center

Scroll down the screen and click on the Continue button at the bottom. Hint: You might also want to check the "Don'tshow me.." option.

All Call Centers screen

You will then see the "All Call Centers" screen, from where you need to click the Import button.

Import XML file

Browse and locate the Adapter definition .xml file that you downloaded in Step 1, and then click the Import button.

Step 3: Manage Call Center Users

Manage Call Center Users button

Once you have completed the import, you will be automatically taken to the CRM Connect Call Center Adapter screen shown here. Click on the 'Manage Call Center Users' button.

Add More Users button

In the Manage Users screen, click the 'Add More Users' button to start adding users that you want to have access to the Adapter.

Find button

Use the search filters to locate the user(s) that you wish to add, or just leave the filters set to none, and then click the 'Find' button.

User selection

This will reveal your filtered list of users. As shown below, tick the user(s) that you want to add, and then click the'Add to Call Center' button.

Users list

When you return to the Manage Users screen, you'll see your selected users listed.

Salesforce home

When any of the selected users logs into Salesforce and clicks on the HOME page, the CRM Connect Softphone panel will appear on the left-hand side of their screen.


Panel Status

If the user has CRM Connect running and a valid DB level license, their Softphone State will show as 'Available' and they are ready to work with the Softphone.

If the user is experiencing connection issues, or their CRM Connect client does not support the Salesforce integration, their state will show as 'Not connected'. See the trouble shooting section for help.


Configuring Multiple Search Results Feature

Multiple search results settings

To allow the multiple searching to work the admin must enable a setting as follows (see screenshot).

  1. Go to Customize - Call Centers - Softphone Layouts
  2. Edit the Standard Softphone Layout
  3. In section CTI 2.0 or Higher Settings
  4. Set "Multiple-matching records" to "Pop to search page" (it defaults to nothing)


Note:At time of writing Salesforce only allows this setting for Call Type of Inbound.


Customise "New" Entity

Customize new entity

If this setting is not configured, then the "+" button will create a new lead. If not configured it is either "No matchingrecords" is set to "Don't pop any screen" or "Pop to New '–None—'".

Customizing the behavior of the "+" button can be done by selecting another entity in the list.


Note:Different Softphone Layouts can be created and assigned for each user allowing customizing of thebehaviour for each user. This is not covered here in this guide.


Trouble Shooting


If the status on the Softphone panel shows as "Not Connected", check the following:

  • Check that the user has their CRM Connect client running and connected to their host account
  • Please check that your client meets the prerequisite version for Salesforce Adapter
  • Check that the user has a valid DB license assigned to them, and that they have "DB" selected as the License Type in their client configuration

If the Softphone panel does not appear for a user:

  • Check that the user is assigned to use the CRM Connect Salesforce Adapter (they should be listed in the Manage Users page shown in Step 3 above)
  • As shown here, check that the user has expanded the "hidden" window, as the Softphone panel might not be visible by default

Softphone panel


If multiple contacts found and search button does not work:

  • You should check section "Configuring Multiple Search Results Feature" above

Optional Configuration

Include the Users Time Zone in the Call History Subject

Install this Salesforce Apex class in order to include the users Timezone in the Call History subject, for example:

Inbound Call at 16:11:36 Europe/London from 07814256404 (Fred Bloggs)
Inbound Call at 16:14:28 Asia/Hong Kong from 01202528735 (John Smith)
Inbound Call at 16:14:50 Asia/Hong Kong from 01202528732 (Bournemouth)

Note:If the Apex class is not installed the softphone will work as usual however will not show a Timezone inthe subject.


To Install the Salesforce Apex class


  • Go to Setup -> Build -> Develop -> Apex Classes.
  • Select New Apex Class.
  • Paste the below code to the edit box and save.

global class GetCurrentUser{
    webService static String getUserTimeZone() {
        TimeZone tz = UserInfo.getTimeZone();
        return tz.getDisplayName();
    }

    webService static String getUserId() {
        return UserInfo.getUserId();
    }
}

To Modify the InternalNumbersDigits Length (version 1.0.1+)

In the event that a site has internal extension numbers longer than 5 (default), you should add the method described below to the Apex class.

By adding this method you can override the default value. If the length of the phone number received during a call event is less than or equal to this value, then the call is considered to be an internal call.


  • Internal calls never get assigned a related entity (1.0.1)
  • Internal calls do not cause a contact search in Salesforce softphone

Add the following to the body of the Apex class.

webService static integer getInternalNumbersDigitsLength(){
    return 5; // change this value
}

Setting default entity for new record creation

When the “Pop” button is clicked, by default, a new Salesforce Lead record is created. You can change this default entity in the Salesforce Settings under Call Center \ Softphone Layouts.

Screen pop Softphone layouts

Open the Default Softphone Layout, under Screen Pop Settings\No matching record- and select the relevant "Pop to new"

Selecting pop to new option

NB: You can assign different behavior for different users by modifying Softphone Layout Assignments.


Setting search Entities

When a call is made or received you can customise which entities are searched for a match by configuring the Softphone Layout as below.


Softphone layout configuration

NB: There are limitations in searching the Cases by phone number; this is a limitation of Salesforce API at time of writing.Salesforce cannot search the associated contact for a Case.

If multiple matching entities are returned from Salesforce, then the adapter will follow the setting configured under"Multiple Matching records" in the Softphone Layout as shown below.


Screen pop settings

User Guide for Salesforce Adapter


The Salesforce Adapter presents a convenient embedded call control window in the Salesforce browser window to allow tight integration between Salesforce and the users handset.

Users can interact with Salesforce to initiate calls, answer calls, and to add new or "pop" existing entities such as Leads, Contacts, Cases etc. using the telephone number of the caller or called party. Call History records are alsowritten against the selected entities.


Key Features

  • Create a new Salesforce record (lead/account/case/etc)
  • Pop an existing Salesforce record
  • Click to call
  • Write a call record against a Salesforce entity
  • Answer, hold and hang-up the call without leaving Salesforce

User Interface

The Adapter provides and embedded user interface within the classic Salesforce view.

When a phone call is received, the adapter will automatically search through all the records held within Salesforce to find the number that is dialing in. Depending on what it finds, one of three things will happen:


One:

Salesforce view

The phone number is found once: The Phone Panel displays a 'pop' button. This button allows the user to open the record that has been found.


Two:

Salesforce view

Multiple instances of the phone number are found: The Phone Panel displays a 'search' button. Clicking this will show the multiple instances found, allowing the user to manually select the correct instance.


Three:

Salesforce view

The phone number is not found: The Phone Panel displays the 'New’ button. Clicking this button will create and open anew entity with an association to the caller's number.


Answer, hold and hang-up the call without leaving Salesforce

The Adapter offers buttons for the call control features Answer, Hold and Transfer from within the Salesforce page.


Click to call

Click to call provides the ability to click on a phone number is Salesforce in order to have your desk phone dial that number. The Adapter also includes a convenient phone number dial field to allow the user to dial a custom number by entering the number and pressing dial button.

Salesforce click to call

NB: over recent period new in-browsers diallers have been introduced by third parties. If you are experience issues with dialling, you should ensure that no browser dialling addons are active.


Adapter behaviour

Writing a call record against a Salesforce entity

Telephone call activity recording is performed by inserting a completed Activity into Salesforce and where possible associatingthe activity with a Salesforce entity. This document uses the term “Call Record” to describe the activity recordthat is created in Salesforce.


When is a Call Record created?

A Call Record is created when a user running the Salesforce Adapter hangs-up or transfers a telephone call from the handset that is monitored by the Adapter


How is a Call Record associated with a Salesforce Entity?

Associating a call to an entity is affected by multiple situations. This is because the only possible matching opportunityis using the external phone number associated with the active call. Within Salesforce, a number can appear more thanonce e.g. against a contact, against a company or even multiple times in various leads. This means the recording method relies on user interaction to improve and confirm the entity associations.


Should a match be made, the user can pop to the entity and continue to use Salesforce as they typically would. On call completion, the Call Record will be saved and associated with the current open page. So, in the scenario where thefirst entity popped was not the preferred match and the user then navigates to the correct match (account for example),then the adapter will use the new entity as the preferred match.  


If there is a single match for the contact for an inbound or outbound call, and no interaction is made (for example “popping”the contact record) then the call record will still be associated with that contact automatically.

If there is more than one match, then the user must select a contact for the Call Record to be associated with. If the user does not interact by navigating to an entity in Salesforce, a Call Record will still be added on call completion,but no entity association will be made.


Outbound calls are handled similarly as a single matched record. For example, if click to dial is actioned from an entity's page, it can be asserted that this is the correct entity to associate the Call Record with, so, in this case, ifthe user completes the call without any actual interaction, it will be associated with this entity.


Impact of Transferring a call

In telephony, a call is completed when user transfers or hangs up the active call on their handset. So, in the transfer call scenario, there will be two or more call completion points, hence more than one call saved.


Manual Dialing

What if you don’t dial or click to dial from within Salesforce, that is, you manually make a call from the handset. Ifthe user is logged into Salesforce and the Adapter is connected, the behavior will be the same as if using “clickto dial” from within Salesforce. i.e. if a single contact entity is matched it will be associated with the entity,if more than one is matched and no interaction takes places to select the entity, then it will not be associated.However, if you are not logged in to Salesforce with the Adapter connected then no Call Record will be logged.


Internal calls and Dialling rules

Internal calls are saved however from version 1.0.1 they will not be associated with Salesforce entity. They will show in Call Center / Call related reports. Determining whether a call is internal or external is governed by the settingsin client software that the Adapter uses to make the connection to the telephone system (by default a number of 6digits or greater is treated as external).


Reporting on Call Records

To report on call history, the user is required to create a Salesforce report. Follow the steps provided in the appendices on Creating Call History report.

As the call is recorded as a Salesforce Activity we are limited to what information we can store. (See appendices on Call Record Example.)


Summary of Call Record Association handling


Outbound

  • Click to dial has the best chance of correct association as uses the page dialled from.
  • If single match is made that entity is associated with the call record.
  • If dialled from List Page, like Home page, then you should navigate to an entity for correct association to occur.
  • Manual dial via number entry - user should dial from home screen i.e. not from an entities page. Without interaction,it will not associate with any entity, but if you are on a contact record it will associate with that record.


Inbound

  • If single match is made that entity is associated with the call record.
  • If multiple matches are found, then based on the user’s interaction of selecting a contact will determine the association.
  • If not found and user select new button, call record is associated with the new record.
  • If not found and call ends without selecting the new button then no association is made.

Transfer

  • Multiple Calls records are created for each user who handles the call
  • Searches occur after a transfer – so second user will need to navigate to correct contact too


Internal calls

  • Are saved-from 1.0.1 onwards are not associated with Salesforce entity other than user–internal calls follows dialing rules set in the client for min Length and must start with


Dial from handset.

  • Call recorded if Salesforce is open, logged in, Client is running, user has CRM license and Adapter is active onan open Salesforce page. No SF adapter no record saved. Note that some Salesforce pages do not have an Adaptersection e.g. Report page and Chatter page


FAQ

I know I called John Smith, but there is no call record. What could cause no call record?

For a call record to be saved – the desktop Client must be running and "Connected" to the user’s device AND Salesforce Adapter must be active “connected” and receiving events. If one of these conditions are not met then a call cannotbe recorded.


Where can I see a report of all calls for my department?

You will need to add a Salesforce report on Activities – follow the instructions in Appendices Creating Call History report.


I never made that call, where did it come from?

Check if someone else logged into your Salesforce account and if they have a Salesforce adapter configured. This would generate a call record for your user when a call is made.


Why does my adapter say “Not Connected”?

Check that your client is running and has a valid CRM/DB license.


I can dial from Salesforce but my adapter says not connected? Why?

Click to dial is a basic level feature of the client software. The dial may be using a browsers addon or extension. Inother words you can configure click to dial in any browser even if you have a CLIENT license. So, it is feasiblethat you have enabled this via another method and its not actually using the adapter to facilitate click to dial.


Why does the initial call show up in the adapter as a valid contact name, then it shows as not found?

If you have configured another CRM integration in the client, e.g. Outlook, the event that is received may have beendecorated with a found contact from another CRM and added this information to the call event. You should be awarethat other CRMs can be configured alongside the SF adapter, but you should be aware of this behaviour.


Appendixes

Call record examples

A call record is an Activity and includes the following fields


Assigned to:Salesforce user involved with the call

Description:text field describing the call in the format:at <Time> <**TimeZone > to/from <number> <contact name>

e.g. Outbound Call at 1:09:36 PM Greenwich Mean Time to 07814256404 (David Teague)

Duration:seconds

Date:Date of the call

Priority:Normal – this is set by Salesforce

Status:Adapter sets the task as completed

Task:Ticked as per completed above

Associated entity:one or more entities] By associating the activity with and entity, the call is visiblein an entities Activity History panel

Call Record list

**only provides time zone if configured in the Apex class. See Installation guide.

Creating Call History report

In Salesforce navigate to the Reports tab and select New Report


Reports and dashboards

Select an Activities and Task report and select "Create"

Create new report

You are taken to a customize page, select Save


Customise report

Name the report and specify its visibility/Report Folder.


Save report

You have created a Call report.


To improve the report we suggest adding Duration, and Call Start time.


Add Duration

Drag Call Duration (seconds) onto your report.

Add call duration

Add Call Start time

Adding a call start time allows better sorting of the report. You need to add a Custom Field for this because Salesforcedoes not display Date time fields in a format that allows them to be sorted.

As an Admin, go to “Setup / Activity Custom Fields”


Activity customer fields

Add as follows

Custom field definitionCustom field definition web

This field will now be visible in the reports design and you should add it to the report.